BeyondTrust - Enterprise Customer Success Manager
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Requirements
• 2+ years of previous Customer Success / Customer Management experience • Experience in success plans and customer health scoring • Strong organizational skills and the ability to handle multiple customers in a fast-paced environment • Experience in tracking actions, resolving issues, and de-escalating customer concerns • BeyondTrust products • FinancialForce PSA • Better Together • Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected. • We take care of our employees so they can take care of our customers. Customers who come from all walks of life are just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together. • BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders. • BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners. • Learn more at www.beyondtrust.com.
Responsibilities
• Work to execute a world-class customer experience using internal tools, templates, and processes • Create Success Plans for your customers, including touch points/milestones, cadences, contacts, business reviews, etc • Determine how to drive swift, high return on investment (ROI) value for our customers’ BeyondTrust purchases, and accelerate the adoption of our products • Manage escalated customer satisfaction issues as needed • Cross-collaborate with Sales, the Technical Account Management team, Renewals, and others to ensure BeyondTrust knows and understands our customers and their current state in using our products • Educate our customers about upcoming opportunities, training, and webinars. Ensure they are aware of upcoming campaigns, events, and forums, and the value it brings them with their current/future investment • Advocate for the customer – ensure they see relevant case studies, know about upcoming release details, and new products. Report internally on customer issues and feature requests, and ensure their product requests are considered • Examine health check findings and ensure actions are created, tracked, and closed promptly by the teams who own them, facilitating the resolution across the various teams who own the actions.
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